Summary
Overview
Work History
Education
Skills
Interests
Hobbies
Timeline
Generic
B.K.Vasuki Prasad

B.K.Vasuki Prasad

Customer Operations Specialist (CLOUD ENGINEER)
Bangalore

Summary

Seeking a position to utilize my skills and abilities in the communication that offers professional growth while being resourceful, innovative , flexible. And to work in a highly challenging competitive environment for the enhancement of my creative abilities and optimum profitability of the organization.

Highly trustworthy, discreet and ethical in profession. Able to clearly articulate and effectively communicate ideas, problems, and solutions with individuals at all levels. Excellent customer relationship, facilitation, organization, and problem solving skills. Possess strong analytical, problem solving skills and organizational skill with the ability to make well thought out decisions. Good communication, analytical, interpersonal and presentational skills.

Customer Operations professional with proven track record in driving efficiency and enhancing customer satisfaction. Strong focus on team collaboration and adaptable to changing needs. Expertise in problem-solving, process optimization, and ensuring smooth operations. Known for reliability and achieving results through effective communication and strategic thinking.

Overview

11
11
years of professional experience
2
2
years of post-secondary education
5
5
Languages

Work History

Customer Operations Specialist (CLOUD ENGINEER)

Telstra Global Business Services Llp
06.2023 - Current
  • Led regular meetings with team members, fostering open dialogue around progress updates and areas for further development.
  • Increased client retention with exceptional relationship-building skills and proactive problem-solving abilities.
  • Boosted team productivity by providing ongoing training and support to fellow specialists.
  • Implemented new software tools that streamlined workflows, increasing overall team efficiency.
  • Managed high volumes of customer inquiries, effectively prioritizing tasks to meet deadlines consistently.
  • Transformed strategy into standard practice with measurable KPIs.
  • Improved overall operational efficiency, contributing to company growth and success.
  • Proactively identified opportunities for process improvements, leading initiatives that drove notable enhancements in service delivery.
  • Designed and executed processes to meet business initiatives and drive continuous improvement.
  • Streamlined operations by implementing effective organizational systems for customer inquiries.
  • Maintained up-to-date knowledge of industry trends and best practices, ensuring continuous improvement in service offerings for clients.
  • Developed comprehensive reports on key performance metrics, providing valuable insights for leadership teams.
  • Conducted thorough quality assurance checks on all outgoing communications, maintaining a high level of professionalism at all times.
  • Analyzed data to identify trends and areas for improvement, leading to more effective decision-making in operations management.
  • Analyzed operational and financial data to identify business insights and opportunities for process improvement.
  • Collaborated closely with cross-functional teams to ensure seamless customer experiences across all touchpoints.

Subject Matter Expert for TELSTRA

Accenture Solutions Pvt Ltd
08.2021 - 06.2023
  • Worked in creating trouble tickets and assigning them to the concern team for a resolution.
  • Worked in following up the trouble tickets by taking ownership and follow up in between the backend team and customer until the issue is resolved.
  • Being a effective team player in terms of achieving the login hours and NPS metrics.
  • Updating new updates of the process to team members.
  • Finding out where technically customer facing the issue on the right time.
  • Currently working as a subject matter expert by supporting a team of 15 members by clarifying the doubts and also handling escalation calls by being last touch point to customers.
  • Mentored junior team members, contributing to their professional growth and development.
  • Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
  • Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
  • Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
  • Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
  • Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
  • Optimized subject matter content by conducting extensive research and incorporating industry trends.
  • Installed, configured, and monitored new system features based on user needs.
  • Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.

Subject Matter Expert for OPTUS

247 Customer Service Pvt Ltd
05.2017 - 07.2021
  • Worked in troubleshooting the broadband and internet related issues by giving a correct resolution to resolve the issue
  • Started as a Customer support executive customer related issues through chat and semi voice for a broadband company in Australia known as OPTUS.
  • As a Customer support executive have tried to resolve or raise a ticket for the customer related issues in wired broadband and wifi broadband like Internet not working, slow speed issues and internet dropouts through 50% of call and 50% of chat.
  • Creating time to time tickets for various network outages for wired broadband and wifi broadband
  • Helping customers for various reasons- take orders, answer inquiries, resolve complaints and provide information.
  • Worked in creating trouble tickets and assigning them to the concern team for a resolution.
  • Worked in following up the trouble tickets by taking ownership and follow up in between the backend team and customer until the issue is resolved.
  • Being a effective team player in terms of achieving the login hours and NPS metrics.
  • Updating new updates of the process to team members.
  • Finding out where technically customer facing the issue on the right time.
  • Currently working as a subject matter expert by supporting a team of 15 members by clarifying the doubts and also handling escalation chats and calls by being last touch point to customers.
  • Conducted in-depth research to stay ahead of industry trends, ensuring company's solutions remained competitive.
  • Led cross-functional teams to deliver projects within tight deadlines, maintaining keen focus on quality.
  • Served as go-to expert for resolving technical challenges, enabling smoother project progression.
  • Authored white papers that positioned company as thought leader in field.

Business Development Associate

Withstudent Technologies Pvt Ltd
10.2014 - 04.2017
  • My job as a business development manager is to identify sales leads
  • Pitch goods or services to new clients
  • Maintain a good working relationship with new contacts
  • Communicating new product developments to prospective clients.
  • Helping customers by answering product and service questions.
  • Suggesting information about other products and services.
  • Opens customer accounts by recording account information.
  • Helping customer by giving a resolution or by dispatching a ticket for technical reasons to the backend team.
  • Generated new business with marketing initiatives and strategic plans.
  • Reached out to potential customers via telephone, email, and in-person inquiries.
  • Negotiated and closed long-term agreements with new clients in assigned territory.
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Monitored market trends and competitor activities to identify areas of potential opportunity.

Education

B.com -

Rabindranath Tagore University
04.2018 - 01.2020

Higher Secondary - undefined

Bangalore University

SSLC - undefined

Karnataka Secondary Education Board

Skills

Customer service experience

Complaint handling

Client relationship building

Customer satisfaction measurement

Sales support

Escalation management

Workflow optimization

Service level agreements

Upselling and cross selling

Brand representation

Interests

Reading different books

Hobbies

Playing and Watching Cricket

Listening to music

Reading books

Interacting with different people in general











Timeline

Customer Operations Specialist (CLOUD ENGINEER)

Telstra Global Business Services Llp
06.2023 - Current

Subject Matter Expert for TELSTRA

Accenture Solutions Pvt Ltd
08.2021 - 06.2023

B.com -

Rabindranath Tagore University
04.2018 - 01.2020

Subject Matter Expert for OPTUS

247 Customer Service Pvt Ltd
05.2017 - 07.2021

Business Development Associate

Withstudent Technologies Pvt Ltd
10.2014 - 04.2017

Higher Secondary - undefined

Bangalore University

SSLC - undefined

Karnataka Secondary Education Board

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B.K.Vasuki PrasadCustomer Operations Specialist (CLOUD ENGINEER)